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Support Plans

Support Plan

Standard


Looking for basic support? You’re automatically covered by our Standard Support Plan, free of charge, as soon as you sign up with Fastly. You can file a ticket with our Support team and access our documentation, including online FAQs, API references, and configuration guidelines.

  • Included with your Fastly subscription
  • Access to technical documentation and self-service online portal
  • Email support

Support Plan

Gold


Looking for enhanced support with SLAs to guarantee faster response times, and priority routing? Gold Support gets you access to our Community Forum, expedited 24/7 incident response times, and a 100% uptime guarantee.

All the benefits of Standard Support plus:

  • Join our Community Forum
  • Prioritized responses, guaranteed in hours
  • 24/7 incident response

Support Plan

Enterprise


Concerned about time-sensitive or mission critical traffic? Enterprise Support gives you the added benefits of emergency escalation for support cases and 24/7 response for inquiries (not just incidents). This includes direct phone and Slack support with 15-minute escalation response times.

All the benefits of Gold Support plus:

  • General inquiries 24/7
  • Phone support & private Slack channel
  • Includes PCI/HIPAA configuration services
  • Enhanced compliance support (including GDPR)
  • Discount on Professional Services

Add-on

Technical Account Management


Do you need a direct line to a technical expert? By adding a Technical Account Manager to Enterprise support, you have a dedicated, full-service support contact with proactive health monitoring and regular business reviews.

Add-on

Concierge TLS


Do you have more complex TLS requirements? This add-on for Enterprise support includes a dedicated TLS support team to provide more advanced configurations for encrypted domains.

Compare Plans

Standard Gold Enterprise
Unlimited access to online self-service help* checked checked checked
Availability for general inquiries checked
Business hours
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Business hours
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24/7/365
Availability for incident reports checked
Business hours, including weekends & holidays
checked
24/7/365
checked
24/7/365
Initial response times checked
By the next business day
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Severity 1 incidents within 2 hours; severity 2 incidents within same day; all other incidents by the next business day
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Severity 1 incidents within 15 minutes; severity 2 incidents within 2 hours; all other incidents by the next business day
Email support checked checked
Priority over Standard support
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Priority over Standard and Gold support
Phone and chat support checked
Toll-free telephone available 24/7/365 & dedicated Slack channel**
Emergency escalation checked
Available via email and phone
Designated customer support engineer checked
Available with Technical Account Management package
Discounted professional services checked
30% discount on service management packages
PCI and HIPAA configuration services checked
Available via email, phone, and chat support
Enhanced compliance support (including GDPR) checked
Available via email, phone, and chat support

Add-ons

Technical Account Management
Named point of contact checked
Proactive account monitoring checked
Regular business reviews checked
Learn more
Concierge TLS
Includes 100 TLS-enabled domains checked
Dedicated concierge support email address checked
TLS configuration review and optimization checked

For more details on these plans, visit our Documentation pages.

* Online Self Service includes unlimited access to Community Forum, Documentation & Blogs

** Slack Channel operates only during Fastly business hours / days

To submit support cases, simply contact us at support@fastly.com. You can also join our Community Forum to post questions and discuss Fastly, web performance, and Varnish.